World-Class Customer Experience Certifications

The International Customer Experience Institute delivers globally recognised professional certifications across Customer Experience, Employee Experience, and Patient Experience — powered by internationally published standards.

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CERTIFIED

The ICXI Academy — Course Catalogue

Thirty-four programmes from CX Foundation through to the five-day CX Professional Diploma, the Accredited Assessor pathways, and the public-sector specialisms. Every programme is certified by ICXI; assessor pathways carry the additional governance-protected Accredited Assessor authorisation step. This catalogue is the partner-facing reference — browseable, searchable, printable.

All ICXI Academy courses are Tutor Led courses delivered in the classroom / online by one of the ICXI Accredited Training Partners and all courses are certified by ICXI.

Showing 34 of 34 courses
All Foundation & Executive Practitioner Contact Centre Consulting & Maturity AI / Digital Assessor Diploma Public Sector

Foundation & Executive

Entry-level and senior-leadership awareness programmes — the front door to the Academy.

CXF2 days

CX Foundation Course

Foundation • Practitioners and managers new to CX

Working knowledge of the ICXI 12 CX Pillars Framework — the foundation every other Academy programme builds on.

Syllabus outline
Audience
Practitioners, managers and leaders new to CX as a discipline.
Award
ICXI CX Foundation Certificate.
Day 1
The 12 CX Pillars overview; CX governance & centricity; insights & journeys.
Day 2
Operations & culture; AI, trust & loyalty; foundation assessment.
Pathway
CXF → CXJMP / CXVOC / CXMA → DiCX (Diploma) → AAT (Assessor).
Exec MC1 day

CX Executive Masterclass (Commercial)

Executive • Senior commercial leaders

Strategic awareness for senior commercial leaders setting CX direction without delivering it day-to-day.

Syllabus outline
Audience
CEOs, CCOs, CMOs, COOs, NEDs and senior commercial leaders.
Award
ICXI Certificate of Attendance.
Format
Six executive sessions: CX imperative, economics, trust, what good looks like, leading the CX organisation, personal leadership agenda.
Outcome
Personal CX leadership agenda — 30-day quick wins, 3-6 month priorities, 12-month transformation goal.
CXEM1 day

Citizen Experience Executive Masterclass

Executive · Public Sector • Senior government leaders

Strategic awareness calibrated for senior public-sector leadership — democratic accountability, statutory obligations, equity.

Syllabus outline
Audience
Permanent Secretaries, Director Generals, Chief Executives, Cabinet Members, NEDs, senior political appointees.
Award
ICXI Certificate of Attendance.
Sessions
Citizen experience imperative, economics of poor service, trust & public value, what good looks like (Estonia/Singapore/UAE/UK GDS/Canada), leading the CX organisation, personal CX leadership agenda.
Pathway
CXEM → CXPSG → DiCX.
CXPSG2 days

CX Practitioner — Public Sector & Government

Practitioner · Public Sector • Public-sector CX practitioners

Two days, nine modules — the practitioner middle-tier of the public-sector trio (CXEM → CXPSG → DiCX).

Syllabus outline
Audience
Public-sector CX practitioners, customer-services managers, transformation leads, complaints managers, policy / performance / insight officers.
Award
ICXI Certified CX Practitioner — Public Sector.
Day 1 — Foundations
The CX imperative; public value & rights; segmentation & vulnerability; citizen journey mapping; Voice of Citizen.
Day 2 — Designing & Delivering
Human-centred & co-design; service standards & blueprinting; complaints & recovery (HEART model); measurement & business case.
Assessment
30 MCQ / 40 min / 70% pass.

Core Practitioner

The applied-capability layer — measurement, VoC, journey mapping, design, value moments, AI-CX design.

CXMA2 days

CX Measurement & Analytics

Practitioner • CX, insight, analytics, VoC and operations leads

From data to decisions — mastering the science of CX. Nine modules across two days closing on a 30-question MCQ.

Syllabus outline
Day 1
Measurement imperative; core CX metrics (CSAT, NPS, CES, CLV); VoC programmes; journey measurement; complaints intelligence.
Day 2
Text analytics & sentiment; dashboards & data storytelling; financial analytics & ROI; predictive analytics & measurement culture.
Award
ICXI Certified CXMA Practitioner.
Public-sector edition
CXMA-PS — calibrated for citizen experience.
CXMA-PS2 days

CX Measurement & Analytics — Public Sector

Practitioner · Public Sector • Public-sector CX, performance, complaints, analytics teams

Citizen-experience measurement and analytics calibrated for democratic accountability and statutory obligations.

Syllabus outline
Day 1
Measurement imperative in public services; core public-sector metrics (CSAT, CES, failure demand, SROI); Voice of the Citizen; citizen journey measurement; complaints / Ombudsman intelligence.
Day 2
Text analytics; dashboards & democratic accountability; value-for-money analytics; predictive analytics & measurement culture.
Case
Meridian Borough Council.
CXVOC2 days

Certified VoC Practitioner

Practitioner • CX practitioners running VoC programmes

Building defensible Voice of Customer programmes — survey design, sampling, statistical rigour, closed-loop action.

Syllabus outline
Day 1
VoC programme architecture; survey design; sampling and statistical validity; channel strategy; cadence.
Day 2
Action frameworks; reporting and dashboards; integration with operations; the Pathfinder VOC instruments (P15/P25/P50).
Public-sector edition
CXVOC-PS — calibrated for citizen experience.
CXVOC-PS2 days

Certified VoC Practitioner — Public Sector

Practitioner · Public Sector • Public-sector VoC and insight practitioners

Voice of Citizen calibrated for the public-sector accountability stack — PSED, ATRS, AIA, FOI.

Syllabus outline
Audience
Public-sector citizen-experience, performance and insight teams.
Day 1
Citizen voice architecture; seldom-heard voices; statutory consultation; the four feedback loops.
Day 2
Pathfinder VOC for citizen-facing services; insight to action; FOI-readiness; democratic accountability dashboards.
CXJMP2 days

Certified CX Journey Mapping Practitioner

Practitioner • Service designers, transformation leads, CX practitioners

From research to map to improvement plan — building accountable, evidence-grade journey maps that drive change.

Syllabus outline
Day 1 — Foundations & Research
What a journey map is; types of maps; research methods; personas; touchpoints; emotional arc.
Day 2 — Design, Facilitation & Action
Eight components of a great map; service blueprinting; workshop facilitation; pain points & prioritisation; from map to action plan.
Case
Meridian Energy Services.
Assessment
30 MCQ / 40 min / 70% pass.
CXDAIL2 days

Customer Experience Design & AI Lead

Practitioner / AI • Senior CX designers integrating AI into journeys

Design-led CX leadership that integrates AI responsibly — bridging service design and AI-CX practice.

Syllabus outline
Day 1
Human-centred design at scale; design system governance; AI integration patterns in customer journeys.
Day 2
Responsible AI design; co-creation with customers; testing protocols; design-led measurement.
Pathway
CXDAIL → RAICX → DiCX → IDCXS-AT or AICXS-AT.
CXVM2 days

Value Moments Practitioner

Practitioner • CX leaders driving value-moment design

Identifying, designing and protecting the moments in a journey that disproportionately drive customer value.

Syllabus outline
Day 1
Defining value moments; identification techniques; emotional and commercial value mapping.
Day 2
Design and protection; measurement; embedding in journey governance.
CXHA2 days

Happiness Advantage

Leadership • Leaders pursuing happiness-led performance

Translating the science of happiness into operational CX advantage — for the workforce that delivers it and the customers who feel it.

Syllabus outline
Day 1
The happiness-performance link; leadership behaviours; psychological safety; aligning incentives.
Day 2
Measurement; intervention design; embedding into CX governance; the IEHWS2023 connection.
Pathway
CXHA → Wellbeing & Resilience → EXMA → IEHWS-AT.
DCXT2 days

Designing CX Transformation

Practitioner • Senior CX transformation leads

A practitioner programme for senior leads designing whole-organisation CX transformations from strategy to operations.

Syllabus outline
Day 1
Transformation diagnosis; programme design; governance for change; commercial framing.
Day 2
Operating-model design; capability and culture; sequencing; protection during cost / change cycles.
EXCXL2 days

Experience-Centred Customer Leadership

Leadership • Senior commercial CX leaders

Senior-leadership programme on running CX as an experience-centred discipline — beyond customer service, beyond marketing.

Syllabus outline
Day 1
Experience as the strategic frame; leader behaviours; governance design.
Day 2
Operating model; commercial language; protecting experience under pressure.

Public-Sector Leadership Group

Leadership-group programme for public-sector CX leaders.

CXFLG2 days

Citizen Experience Foundation Leadership Group

Leadership · Public Sector • Public-sector CX leaders

A leadership-group format for public-sector CX leaders building shared command of the citizen-experience operating system.

Syllabus outline
Day 1
Citizen experience landscape; statutory frame; leadership behaviours; performance and accountability.
Day 2
Operating model; vulnerability and equity; cabinet / scrutiny / Ombudsman governance; cross-authority collaboration.

Contact Centre

Three programmes for contact-centre and operations leaders — omnichannel, wellbeing and AI-readiness.

Omni-CC2 days

Omnichannel Journey Specialist

Practitioner · Contact Centre • Contact-centre and omni-channel teams

Designing and operating omnichannel journeys end-to-end — handoffs, context transfer, deflection vs resolution.

Syllabus outline
Day 1
Omnichannel architecture; channel discipline; handoff design; routing and context.
Day 2
Operations and analytics; performance management; vulnerability-aware journeys.
Wellbeing2 days

Wellbeing & Resilience Leadership

Leadership · Contact Centre • Contact-centre and operations leaders

Building resilient, well, high-performing contact-centre operations — frontline psychological safety as operational discipline.

Syllabus outline
Day 1
Wellbeing as operational discipline; resilience design; team-level intervention.
Day 2
Measurement; aligning reward and recognition; integration with the IEHWS2023 standard.
AI-CC2 days

AI-Ready Contact Centre Leadership

Leadership · AI · Contact Centre • CC senior leaders deploying AI

Deploying AI in contact-centre operations responsibly — agent-assist, conversational AI, automation that resolves.

Syllabus outline
Day 1
AI in contact centre context; deployment patterns; agent-assist design; conversational AI.
Day 2
Governance, ethics and disclosure; AI metrics; integration with the AICXS2025 standard.

Consulting & Maturity Assessment

Six programmes for internal consultants and maturity assessors — commercial and public-sector pairs.

CXCP2 days

CX Consulting Professional

Practitioner · Consulting • Internal CX consultants

Building internal CX consulting capability — diagnosis, prescription, measurement, change.

Syllabus outline
Day 1
Consulting diagnosis; the ICXI 12-pillar lens; commercial framing; stakeholder management.
Day 2
Prescription and roadmap; measurement and accountability; managing change.
Public-sector edition
CXCP-PS — calibrated for public-sector consulting.
CXCP-PS2 days

CX Consulting Professional — Public Sector

Practitioner · Consulting · Public Sector • Internal CX consultants in public bodies

Public-sector internal CX consulting — calibrated for the accountability stack and public-value framing.

Syllabus outline
Day 1
Public-sector consulting diagnosis; public-value frame; cabinet / scrutiny stakeholder management.
Day 2
Equity-aware prescription; commissioning roadmaps; PSED, ATRS, AIA-aligned change.
EXMA2 days

EX Excellence Maturity Assessment

Assessor • EX maturity assessors

Assessment-grade discipline for evaluating Employee Experience maturity using the IEHWS2023 framework.

Syllabus outline
Day 1
EX maturity model; Vector 6 framework; evidence requirements.
Day 2
Conducting EX maturity assessments; reporting; recommendation frameworks.
GEXMA2 days

Government EX Maturity Assessment

Assessor · Public Sector • Public-sector EX leadership teams

Public-sector EX maturity assessment — calibrated for the workforce delivering citizen services.

Syllabus outline
Day 1
Public-sector EX context; civil-service / NHS / local-government workforce reality.
Day 2
Conducting GEXMA assessments; reporting to cabinet / scrutiny; recommendations.
CXEMA2 days

CX Excellence Maturity Assessment

Assessor • CX maturity assessors

Assessment-grade discipline for evaluating Customer Experience maturity using the ICXS2024 framework.

Syllabus outline
Day 1
CX maturity model; ICXS2024 evidence base; Maturity-model layering.
Day 2
Conducting CXEMA assessments; reporting; recommendation frameworks.
GCXMA2 days

Government CX Maturity Assessment

Assessor · Public Sector • Public-sector CX leadership teams

Public-sector CX maturity assessment — calibrated for citizen experience and statutory accountability.

Syllabus outline
Day 1
Public-sector CX maturity model; citizen-experience evidence base.
Day 2
Conducting GCXMA assessments; cabinet / scrutiny reporting; equity-aware recommendations.

AI in CX & Digital Channels

Three programmes for the AI and digital-CX layer of the Academy.

RAICX2 days

Responsible AI in CX

Leadership · AI • CX, digital, data, risk and compliance leaders

v2.0 AICXS2025-aligned. The leadership / deployment programme for responsible AI in customer experience.

Syllabus outline
Day 1
AICXS2025 architecture (10 sections / 168 criteria / 1,000 points); strategy & governance; customer impact; data & privacy; bias & fairness; transparency.
Day 2
Employee enablement; performance monitoring; ethical governance; CX-AI innovation; stakeholder feedback loops; Pathfinder VOC/VOE; 6-phase pathway.
Case
Velocity Insurance Group.
Assessment
48 MCQ / 60 min / 70% pass.
RAICX-PS2 days

Responsible AI in CX — Public Sector

Leadership · AI · Public Sector • Public-sector leaders deploying AI

Public-sector edition of RAICX with the UK accountability stack overlay — PSED, ATRS, AIA, FOI, lawful bases.

Syllabus outline
Day 1
AICXS2025 architecture in public-sector context; AI strategy & governance; citizen impact; data & privacy with public-task lawful basis; bias & fairness with PSED; transparency with ATRS.
Day 2
Employee enablement; performance monitoring; ethical governance; innovation; stakeholder feedback loops; 6-phase pathway.
Case
Borough of Westmere Council.
Assessment
48 MCQ + 10 PS supplement / 70% pass on both.
DCXEX2 days

Digital Channels CX Excellence Practitioner

Practitioner · Digital • Digital, UX, product, CX, e-commerce leads

Built on the ICXI Digital Channels CX Excellence Index — 12 pillars / 120 QERE questions / 5-level evidence scoring.

Syllabus outline
Day 1 — Strategic foundation, experience & architecture
Pillars 1–6: Leadership, Centricity, Insights, UX, Journey/Omnichannel, Architecture.
Day 2 — AI, Trust, Value & Engagement
Pillars 7–12: AI/Automation, Self-service, Trust/Privacy, Value/ROI, Workforce, Engagement.
Case
Apex Direct.
Assessment
36 MCQ / 50 min / 70% pass.

Assessor Training

Six 2-day pathways — one per ICXI standard, plus the Government CX assessor pathway.

AAT2 days

ICXI Accredited Assessor Training (ICXS2024)

Assessor • Practitioners assessing against ICXS2024:01

The Accredited Assessor pathway for ICXS2024:01 — 7 sections / 1,000 points / 27 MRC / 5Ps Service Excellence Model.

Syllabus outline
Day 1
Standard architecture, 5-level scoring, MRC discipline, Sections 1–4 (Policies, Places & Channels, Products & Services, Processes & CJM with HVM scoring).
Day 2
Sections 5–7 (People, Measurement, Performance Results), Pathfinder VOC/VOE, 6-step assessment process, assessor code.
Onward
Authorisation as ICXI Accredited Assessor — supervised observation + annual moderation + CPD.
IDCXS-AT2 days

IDCXS2022:02 Assessor Training

Assessor · Digital • Digital-CX assessors

Accredited Assessor pathway for IDCXS2022:02 — the International Digital Customer Experience Standard.

Syllabus outline
Day 1
5Ps Digital Excellence Model; 5-level scoring; MRC discipline; Sections 1–4 (Policies, Places-Digital Channels, Digital Services, Processes & CJM).
Day 2
Sections 5–7 (People, Measurement, Performance Results); evidence collection; ICXI Online Assessment Tool; NovaTrust Digital Bank case.
IEHWS-AT2 days

IEHWS2023:01 Assessor Training

Assessor · EX • Employee-happiness assessors

Accredited Assessor pathway for IEHWS2023:01 — the International Employee Happiness & Wellbeing Standard.

Syllabus outline
Day 1
Vector 6 Model; 5-level scoring; 5 MRC; Sections 1–5 (Values Led Leadership, Environmental Climate, Career Control, Teamwork Led Supervision, Org Effectiveness).
Day 2
Sections 6–8 (Reward & Recognition, Measurement, Performance Results); Pathfinder VOE (P18/P30/P60/P90); evidence and interview techniques; BSI 6-step process.
AICXS-AT2 days

AICXS2025:01 Assessor Training

Assessor · AI • AI-CX assessors

Accredited Assessor pathway for AICXS2025:01 — the International AI Customer Experience Standard.

Syllabus outline
Day 1
10 Sections / 168 criteria / 1,000 points; AI-CX Infinity Model; 10 Pillars of Responsible & Effective AI in CX; 5-level scoring; performance levels.
Day 2
Pathfinder VOC/VOE; 6-phase implementation pathway; case-study moderation exercise; assessor code.
IPEXS-AT2 days

IPEXS2026:01 Assessor Training

Assessor · Healthcare • Patient-experience assessors

Accredited Assessor pathway for IPEXS2026:01 — the International Patient Experience Standard.

Syllabus outline
Day 1
PX-DNA Model; 12 sections / 279 criteria / 1,000 points; 5-level scoring; MRC for patient safety and equity; Sections 1–6.
Day 2
Sections 7–12; PROMs and PREMs; clinical-administrative integration; case-study moderation.
GCXA2 days

Government CX Assessor Training

Assessor · Public Sector • Public-sector assessors

The Accredited Assessor pathway for public-sector CX certification — calibrated for citizen experience and democratic accountability.

Syllabus outline
Day 1
ICXS2024 public-sector edition; statutory accountability stack; PSED; equity-aware assessment.
Day 2
FOI-readiness; cabinet / scrutiny reporting; case-study moderation; assessor code.

The Flagship Diploma

The five-day CX Professional Diploma — the senior credential of the ICXI Academy.

DiCX5 days

CX Professional Diploma

Diploma • Mid–senior CX, ops, marketing, HR, IT, strategy leaders

The flagship credential of the Academy. Five days, 12 pillars, one 48-question MCQ — a recognised global standard in CX excellence.

Syllabus outline
Day 1
CX Strategy, Leadership & Customer Understanding (Pillars 1–3).
Day 2
Experience Design, Journeys & Channel Delivery (Pillars 4–6).
Day 3
CX Value, Culture & Operational Excellence (Pillars 7–9).
Day 4
AI, Trust & Long-term Loyalty (Pillars 10–12).
Day 5
Integration, Synthesis & Examination — case-study workshop using the ICXI CX Maturity Model + 48 MCQ / 60 min / 70% pass.

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